Outsource and Partner Manager ()


Our Organization

Alpha Card was established in 1998 and is a joint venture between American Express and BNP Paribas Fortis. The Organisation has the exclusive license to issue cards and acquire merchants on the American Express Network in Belgium and Luxembourg

Through the acquisition of BCC Corporate in Q1 2009, Alpha Card can now offer triple brand card propositions to consumer as well as corporate customers (American Express, Mastercard and Visa)

As from October 2011, all operational services for the American Express brand have been integrated in the Alpha Card organisation.
The company consists of 180 employees focused on sales, marketing and after sales service.

Job description

Position Summary

As Outsource and Partner Manager you will report directly to VP COO.

Your main responsibilities will be to manage the relationships with our outsource partners to ensure they deliver on our premium servicing promise and operate in line with Outsource principles under Payment Institution License as stipulated in the circular CBFA PPB 2004/5 of the 22th of June 2004.

Principal Accountabilities

  • Implement a structured approach to Partner / Outsource management aligned to our 4 operating principles:
    • From a Control and Compliance perspective, ensure that the relationships are managed in a structured and professional way, with a focus on adherence to NBB Circular
    • Ensuring Continuous Improvement with our partners ensuring that KPIs are adhered to and improvement plans are implemented where necessary
    • Keeping the customer at the heart of everything that is done on our behalf by the outsource partner, ensuring delivery on our premium servicing promise
    • Ensuring that outsourced partners are engaging motivated and highly engaged staff to interact with our customers
  • Setting up proper governance and control framework
  • Hosting regular meetings with the outsource partners and ensure that action items are documented and followed-up
  • Act as a liaison for Alpha Card in managing the relationship with the outsource partners,
  • Coordinate mystery shopping type activities to ensure optimal customer experience
  • Support and manage any incidents through the incident management process at Alpha Card (one direct report is responsible for relationship / incident management)

The key deliverables in the short / medium term are:

Contract management

• Ensure contracts exist for all outsourced activities by liaising with the Vendor Management

• Review compliance of existing contracts with PI requirements using the compliance outsourcing checklist

• Ensure timely review of new or updated contracts by the legal department before their sign off

• Implement an annual review of the contracts and update of NBB in case of major changes in the outsourcing

• Centralise the archiving of all relevant outsourcing documentation (contract, monitoring reports, minutes of
meetings, …)

Guidelines and procedures

• Ensure the Delegation and Outsourcing Policy is up to date and reviewed on an annual basis.

• Translate the Delegation and Outsourcing Policy into practical procedures

• Improve/implement incident and problem management process and escalation procedures for all outsourcing

Roles and responsibilities

• Ensure roles and responsibilities in terms of oversight, key relationship management and daily management of
outsourced activities are complete and included in both the schedules of outsourcing contracts as well as
described in the respective internal job descriptions. Ensure back up’s exist for key functions.

• Add an addendum with terms of references to the Delegation and Outsourcing Policy with respect to the roles
and responsibilities of the Outsourcing Committee

Monitoring of outsourced activities

• Implement general guidelines, methods and reporting tools to monitor outsourced activities

• Organise and document the management of the outsourced activities (including an updated overview of the
planned meetings of the year for each service provider, type of meetings, frequency, attendees, purpose and
monitoring reports for all outsourcing contracts)

• Implement policy and related procedure(s) for subcontracting aspect of outsourced activities and external
support for monitoring activities

• Perform a risk assessment on all outsourced activities and ensure adequate monitoring

• Further implement the compliance monitoring program covering outsourcing activities.

  • University degree, MBA degree or equivalent
  • Perfect trilingual Dutch, French and English
  • Highly structured individual, with at least 5 years’ experience, ideally in a demanding environment
  • High standards of quality and attention for details
  • Proven problem solving skills and sense for initiative
  • Strong communication skills with sensitivity for diplomacy when needed
  • Ability to prioritize, plan and carry out responsibilities independently
  • Able to work under time pressure and deliver quality on time
  • Outstanding presentation (PowerPoint) skills and writing skills.
  • Good organization and time management skills
  • Dynamic personality, eager to learn and develop within Alpha Card

We offer

A career in a growth environment, supported by two major shareholders: American Express and BNP Paribas Fortis .

A working environment on human scale within the financial sector.

An attractive remuneration package with fringe benefits.

An ambitious and dynamic team that invests in growth, development and expansion.

We place great importance on doing what is right, what is best and what is innovative.

A career with variety, room for ideas and initiative.




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